Question

ITIL v3 Quiz - #21 -#25 Q's

Question 21.

Which of the following statement is an objective of Continual Service Management?

Select One:

A. Enable the service provider to respond quickly and effectively

B. Review and analyze service level achievement results

C. Reduce the duration and frequency of service outages

D. Provide a basis for automated operations

Question 22.

Which lifecycle phase ensures that the impact of service outages is minimized on a day-to-day basis?

Select one:

A. Service operation

B. Continual service improvement

C. Service design

D. Service transition

Question 23.

What is an objective of Service level management process?

Select one:

A. Provide good-quality knowledge and information about services and service assets

B. Monitor and improve customer satisfaction with the quality of service delivered

C. To deliver agreed level of IT services

D. Training service desk staff how to deal with customer complaints about service

Question 24.

Which one of the following is a type of Service level agreement (SLA)?

Select one:

A. Customer based

B. Priority SLA

C. Vendor Based

D. Urgency based

Question 25.

Which of the following does supplier management negotiate, agree, renew and terminate?

Select one:

A. Third-party contracts

B. Operational level agreements (OLAs)

C. Service Level agreements (SLAs)

D. Third-party services

Answer 1

Question 21.

Which of the following statement is an objective of Continual Service Management?

B. Review and analyze service level achievement results

Question 22.

Which lifecycle phase ensures that the impact of service outages is minimized on a day-to-day basis?

A. Service operation

Question 23.

What is an objective of Service level management process?

B. Monitor and improve customer satisfaction with the quality of service delivered

Question 24.

Which one of the following is a type of Service level agreement (SLA)?

A. Customer based

Question 25.

Which of the following does supplier management negotiate, agree, renew and terminate?

A. Third-party contracts